Help Desk Support Technician

Lemonov Integrated Systems; Addison (TX); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health & dental insurance offerings

Certificate reimbursement

Mileage reimbursement

Bonus structure

Paid time off and company holidays

Job summary

Lemonov Integrated Systems in the Dallas–Fort Worth area seeks a dependable Level 1 Help Desk Technician to be the primary contact for clients needing technical assistance. You will diagnose and resolve common hardware, software, Microsoft 365, and connectivity issues via phone, email, remote support, or onsite visits.

The ideal candidate is patient, professional, and eager to learn, with strong communication and documentation skills.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in technical support, help-desk, or customer service preferred.
• Strong entry-level candidates with technical aptitude and customer-service skills considered.
• Working knowledge of Windows OS (10/11).
• Familiarity with Microsoft 365 applications and common business software.

Responsibilities

• Respond to client support requests by phone, email, ticketing system, remote session, or onsite visit.
• Diagnose and resolve hardware, software, OS, Microsoft 365, printer, network connectivity, and peripheral issues.
• Guide clients through troubleshooting steps with clear communication.
• Own service requests through resolution, escalation, or handoff.
• Maintain accurate ticket documentation with troubleshooting steps and resolution.

Skills

Windows 10/11

Microsoft 365

Customer service

Troubleshooting

Education

High school diploma or equivalent

Tools

Ticketing system

Remote support software

Job description

Lemonov Integrated Systems is a locally owned and growing technology solutions provider serving businesses throughout the Dallas–Fort Worth area. We provide managed IT support, networking, Microsoft 365 services, structured cabling, audiovisual systems, and other integrated technology solutions.

We offer a collaborative small-business environment where employees have the opportunity to build broad technical skills, take ownership of their work, and contribute directly to the success of our clients and company.

As we continue to grow, we are seeking a dependable, customer-focused Level 1 Help Desk Technician to join our team.

Position Overview

The Level 1 Help Desk Technician serves as a primary point of contact for clients requesting technical assistance. This is an MSP help-desk position supporting users across multiple client environments rather than a single internal organization.

The technician will diagnose and resolve common hardware, software, Microsoft 365, connectivity, and end-user issues through phone, email, remote support, and occasional onsite assistance. More complex issues will be documented and escalated to senior technical staff.

The ideal candidate is patient, professional, technically curious, and comfortable communicating with users who may have varying levels of technical knowledge. Reliability, communication, documentation, and willingness to learn are valued as highly as existing technical experience.

Primary Roll Responsibilities

• Respond to client support requests by phone, email, ticketing system, remote session, or onsite visit as required.
• Diagnose and resolve common hardware, software, operating system, Microsoft 365, printer, network connectivity, and peripheral issues.
• Guide clients through troubleshooting steps using clear, patient, and professional communication.
• Own assigned service requests through resolution, escalation, or documented handoff.
• Maintain accurate and timely ticket documentation, including the reported issue, troubleshooting performed, resolution, and required follow-up.
• Install, configure, update, and support desktop applications and Windows operating systems.
• Assist with user account setup, password resets, permissions, email configuration, and Microsoft 365 support.
• Set up and troubleshoot computers, monitors, printers, scanners, mobile devices, and other common business technology.
• Perform basic troubleshooting involving TCP/IP, DNS, DHCP, Wi‑Fi, VPN connections, and network devices.
• Recognize issues that require escalation and provide senior technicians with complete and useful documentation.
• Follow internal procedures, escalation standards, client‑specific instructions, and security best practices.
• Follow up with clients to confirm that issues have been resolved and service expectations have been met.
• Assist with workstation deployments, technology refreshes, onboarding and offboarding, and other client projects.
• Contribute to internal knowledge base articles, troubleshooting guides, and process improvements.
• Protect confidential client, employee, and company information.
• Continue developing technical knowledge through hands‑on experience, training, and professional development.

As skills, performance, and interests develop, this position may gain exposure to additional areas such as:

• Microsoft 365 and cloud administration
• Networking and wireless systems
• Endpoint management and automation
• Cybersecurity tools and best practices
• Server and infrastructure support
• Technology deployments and project coordination
• Audiovisual systems
• Physical security and access control technology

These areas are potential growth opportunities and are not necessarily required areas of expertise when beginning the position.

Qualifications

• High school diploma or equivalent required.
• One to three years of technical support, desktop support, help‑desk, or customer‑service experience is preferred.
• Strong entry‑level candidates with demonstrated technical aptitude and excellent customer‑service skills will also be considered.
• Working knowledge of Windows 10 and Windows 11.
• Familiarity with Microsoft 365 applications and common business software. (365 Administration experience is a major plus)
• Strong understanding of computer hardware, printers, peripherals, networking, and internet connectivity.
• Impactful understanding of IT security principles, including password security, phishing awareness, data protection, and appropriate access control.
• Strong problem‑solving skills and the ability to troubleshoot issues methodically.
• Clear and professional verbal and written communication skills.
• Strong attention to detail and documentation.
• Ability to prioritize multiple requests and communicate when assistance or escalation is needed.
• Ability to work independently while remaining collaborative and accountable to the team.
• Willingness to follow established procedures, accept coaching, and adapt to changing priorities.
• Demonstrated patience and professionalism when assisting nontechnical users.
• Dependability, punctuality, and a strong sense of personal responsibility.

Preferred Qualifications

• Experience working for a managed service provider or supporting multiple business environments.
• Experience with a ticketing system, remote monitoring and management platform, or remote support software.
• Familiarity with Microsoft Entra ID, Active Directory, endpoint management, or business networking.
• Experience with Apple devices or macOS.
• Certifications such as CompTIA A+, Network+, Security+, or relevant Microsoft certifications.
• Certifications are welcomed but not required.
• Full‑time position based in the Dallas–Fort Worth area.
• Primarily office‑based, with remote support responsibilities and occasional travel to client locations.
• Ability to communicate professionally with clients by phone, email, remote session, and in person.
• Valid driver’s license and reliable transportation may be required for occasional client visits.
• Ability to lift and move typical computer equipment, monitors, and peripherals.
• Employment may be subject to a background check based on client access and security requirements.

Compensation and Benefits

• Annual salary contingent on experience, demonstrated technical ability, and relevant certifications.
• Paid time off and company holidays.
• Professional development and training opportunities.
• Opportunities for increased responsibility and technical advancement.
• Exposure to a broad range of business technology platforms and client environments.
• Collaborative and supportive small‑team work environment.
• Additional benefits: health & dental insurance offerings, approved certification reimbursement, mileage reimbursement and bonus structure.

Lemonov Integrated Systems is an equal opportunity employer.

• This job posting is intended to provide a general overview of the position’s responsibilities and qualifications. Duties may be adjusted or expanded based on business needs, client requirements, employee capabilities, and professional development.